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Q: What URL do I need to access the new SDL Customer Gateway?
Q: How can I login to the new SDL Customer Gateway?
A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.
Q: Can I still use email to log my Support cases?
A: No, we will no longer provide Support via email. Instead you can log your Support cases and questions via our easy-to-use service platform. Here you have direct access to your previous cases and a rich repository of knowledge articles.
Q: If I own one or more SDL products, what login credentials do I use to login to the new system?
A: There is no change, you can continue to use the same login credentials that you use today.
Q: If I do not have a support contract, what type of cases can I log?
A: For customers with SDL Trados Studio, SDL MultiTerm, SDL Passolo or SDL Trados Business Manager, you will continue to have the option to log product license and/or install cases via the Trados Studio Licensing Help link on https://gateway.sdl.com:
Q: Will my historical case data be migrated to the new system?
A: We will bring over all your open and ongoing cases to the new system. The SDL Support Team will have access to all your previous cases and will provide all details on request.
Q: What does the new SDL Customer Gateway look like?
A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.
Q: Where can I ask more questions I have about the SDL Customer Gateway?
A: Please come and visit our SDL Support Gateway Community Group, where you can find information and conversations about features and functionality.